aztech routers not working, telkom doesnt have an answer

i am currently on a 24 month contract with telkom adsl they provided me with an aztech router the router does not work. I am paying for internet services monthly yet i do not have any internet. i contacted the call centre and after a lengthy 45 minute wait i got hold of a consultant named lauren benjamin. She informed me that telkom is having issue with this brand of routers but they cannot exchange or replace the routers,so customers will have to wait indefinetly until telkom decides to sort it out. She can not give me an estimated time as to when that will be nor can she tell me if they will fix it. it is absolutely awful service from telkom not knowing what is happening within their company or about their products. she then informed me that her supervisor by the name pf ERIC WINDWOEL will contact me to give me more information as to when the problem will be solved but i have recieved no response from him as well. Our routers provied by telkom are not working and they are refusing to replace or exhange them. it is also impossible to get competent help from telkoms call centers